Unified Communications Services

The Vendor is required to provide procurement, licensing and implementation services, including cabling services and electrical work, for next generation unified communications equipment, unified communications on premise and cloud applications, accessories and network infrastructure hosted by the office.
- To provide procurement, licensing and implementation services, including cabling services and electrical work, for Next-Generation Unified Communications equipment and applications and accessories; cloud, application and network infrastructure; and artificial intelligence, hosted by office, to support the addition or modification of Unified Communications services at various City sites during the contract term
- At the City’s discretion, to procure, repair, replace, maintain, configure, upgrade and provide application development services for the City’s Next-Generation Unified Communications-related hardware, applications, Virtual Machines (VMs) and hyperconverged solutions (e.g. VxRail), including the City’s Cisco Unified Contact Center equipment and applications connected to Unified Communications services and the City’s Call Control and Voice Mail equipment.
- Core Capabilities of the Next-Generation Contact Center
• Natural Language Processing (NLP) and Natural Language Understanding (NLU)
• AI-powered virtual agents (Voicebots & Chatbots)
• Real-time agent assistance utilizing AI
• AI-driven Quality Assurance and Performance Analytics
• Omni channel AI integration and context preservation when interactions are moved between Channels
- Designing, developing and implementing support for Webex-to-Teams integration using the Cisco
Call app for Microsoft Teams
- Performing user, acceptance and load testing
- Providing technical documentation
- Providing 24x7 application support and maintenance
- Providing training and knowledge transfer
- Changing system parameters as needed
- Provide professional Consulting Services for Telecommunications-related services including, but not limited to, the expansion of Unified Communications service, assistance with advanced integrated telephony products and services, performing traffic studies, System upgrades, or design and implementation of other new telephony services and features as may available to the City. Such Consulting Services shall be provided at no charge.